Director of AI-Driven Automation Operations

HealthEquity, Inc.; Utah; Hybrid; USD 144,000 - 191,000; Full time

Benefits offered by this job

Medical, dental, and vision

HSA contribution and match

PTO and holidays

Parental leave

401(k) match

Education assistance / tuition support

Gym and wellness reimbursement

Wellness program

Job summary

HealthEquity, Inc. is seeking a Director of Automation Operations to lead AI-powered support experiences within Member Services. The role oversees automation health, efficiency, and governance while building scalable, low/no-code automation capabilities to improve member and agent outcomes.

The position is remote with onsite onboarding in Utah, offering significant travel (20–30%). A strong blend of leadership, operational excellence, and stakeholder collaboration is essential.

Qualifications

• Bachelor's degree preferred.
• 7+ years of leadership experience in customer operations, automated operations, or related fields.
• Experience with AI-enabled customer support and support automation.
• Experience leading operational transformation initiatives.
• Ability to govern low/no-code solutions.
• Deep understanding of customer support operations and performance metrics.

Responsibilities

• Own operational performance of deployed Member Services AI support experiences.
• Monitor AI health, containment, resolution quality, escalation accuracy, and member outcomes.
• Establish rhythms for AI performance inspection, defect review, and improvement.
• Create and manage improvement backlogs for AI agents and automated workflows.
• Lead development and optimization of low/no-code support automation solutions.
• Build automation to improve team productivity and streamline service delivery.
• Establish governance, testing, documentation, and quality standards for automations.
• Mentor team in low/no-code development and AI agent optimization.

Skills

AI in customer support

Automation operations

Leadership

Operational governance

Stakeholder management

Data analysis

Regulatory/compliance awareness

Education

Bachelor's degree in Business, Information Systems, Operations Management, Computer Science, or related discipline

Tools

Low/No-code platforms

AI automation tools

Job description

HealthEquity, Inc. is seeking a Director of Automation Operations to lead AI-powered support experiences within Member Services. The role oversees automation health, efficiency, and governance while building scalable, low/no-code automation capabilities to improve member and agent outcomes.

The position is remote with onsite onboarding in Utah, offering significant travel (20–30%). A strong blend of leadership, operational excellence, and stakeholder collaboration is essential.